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Roles and Responsibilities. BTEC National Travel and Tourism. Introduction. In the previous lesson we looked into the structure of the travel and tourism industry.This week’s focus is on: the types of travel and tourism organisations their roles and responsibilities

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roles and responsibilities

Roles and Responsibilities

BTEC National Travel and Tourism


In the previous lesson we looked into the structure of the travel and tourism industry.This week’s focus is on:

  • the types of travel and tourism organisations
  • their roles and responsibilities

But first let’s re-cap with an overview of the industry

types of organisation
Tour operators

Leisure travel agents

Business travel agents

Accommodation providers

Airlines and airports

Regulatory bodies

Public sector organisations


Types of Organisation
tour operators
Creating tours and travel activities

Offering these to customers…

Through travel agencies or

Directly via the Web

Four main firms dominate:

TUI (Thomson)

Thomas Cook


First Choice

Tour Operators
travel agents
Travel Agents
  • Travel agents provide the link between tour operators and customers
  • Range from large national chains to small independents
  • Leisure travel agents provide services to holiday destinations
  • Business travel agents provide services for commercial consumers
accommodation providers
Accommodation Providers
  • Hotel chains
  • New trends, such as budget hotels
  • Bed and breakfast
  • Youth Hostel Association
  • Villas and country houses
  • BAA is the UK market’s leading airport group
  • BAA owns seven UK airports
  • Manchester Airport Group is the second largest airport owner
  • Charter airlines
  • Scheduled airlines
  • Budget or no-frills airlines

See Biz/ed’s easyJet business profile (

and our At Your Leisure feature on budget airlines for more

regulatory bodies
Regulatory Bodies
  • Regulators exist to control an industry to ensure that public, business and consumers rights are protected
  • The Civil Aviation Authority (CAA) is one of the travel and tourism industry’s main regulators
public sector organisations
Public Sector Organisations
  • Central government creates legislation and local government is involved in policing the laws
  • Key travel and tourism government departments:
  • Department for Culture, Media and Sport (DCMS)
  • Foreign and Commonwealth Office (FCO)
  • Quasi Autonomous Non Governmental Organisations (see why their name is abbreviated !)
  • Often consist of Government-appointed people but can set policy independent of the state
  • English Heritage is key in this industry
roles responsibilities
Roles & Responsibilities

Travel and tourism organisations have responsibilities to:

  • Customers
  • Other businesses that depend on them
  • The whole industry

Have expectations, such as:

  • Good service
  • Quality products and services
  • Effective complaints procedures
  • Protection from improper business practice
other businesses
Other Businesses

In the first session we saw how the travel and tourism industry has many examples of vertical integration:

  • Travel firms own businesses above and below them in the ‘chain’

e.g. Tour operator

Travel agent Airline

other businesses15
Other Businesses

They may not be owned by the same company, though

Firms can still be inter-dependent, even though they may compete with each other

whole industry
Whole Industry

Organisations in travel and tourism have a responsibility to the entire industry because:

  • It is a highly valuable industry
  • Consumers’ confidence is vital
  • Many firms’ growth and survival are inter-linked
where next
Where Next?

Go to the Activity to find out more about how the responsibilities of organisations in the travel and tourism industry are met in real life.